Abstract:

Usability of enterprise software affects employee experience and efficiency immensely, but large companies are still cautious to invest in usability work. Usability guidelines that bridge the gap between individual-level and enterprise-level usability can provide a framework for fruitful co-operation between dispersed system administration teams and the users. This thesis aims to contextualize usability heuristics to assess usability of a CRM in a global enterprise.

While many novel heuristics have been established, an enterprise environment with lack of in-house usability experts prompts for more than heuristic evaluation to validate their usefulness sufficiently. This thesis proposes a model for contextualizing usability heuristics that recognizes scarcity and complexity of such environment. Interviews, survey study and usability testing are conducted to create and validate the proposed heuristics.

As a result, a set of heuristics were created with three key benefits. Firstly, the proposed heuristics allow bridging the gap between individual-level and enterprise-level usability targets. Secondly, the heuristics have been designed to benefit domain experts who do not have their background in usability. Thirdly, the heuristics can provide a shared and structured framework for design and development of the system. However, more research is needed to provide a solid framework for establishing usability heuristics for enterprise applications.Yritysohjemistojen käytettävyys vaikuttaa voimakkaasti käyttäjien tehokkuuteen, mutta osa suuryrityksistä on edelleen varuillaan investoitaessa käytettävyystyöhön. Yritystason ja yksilötason käytettävyyttä yhdistävät käytettävyysheuristiikat tarjoavat viitekehyksen tulokselliseen yhteistyöhön hajautuneiden, systeeminhallintaan keskittyvien työryhmien sekä käyttäjien välillä. Tämä diplomityö pyrkii luomaan monikansallisen suuryrityksen CRM-järjestelmälle kontekstualisoidut heuristiikat.